A better shareholder experience starts with real people.
Based in Lower Manhattan, our Customer Care Center is supported by a dedicated team across the New York area.
At Continental, our Customer Care Center plays a crucial role in our customer-centric operations, ensuring shareholders receive personalized, attentive service. Unlike automated systems that can create unnecessary barriers, we prioritize live interaction and direct access to knowledgeable Continental employee representatives.
Our team is dedicated to addressing inquiries promptly and effectively, with a communication process designed to make it easy for shareholders to get the help they need. Through our “no barriers to service” approach, shareholders can connect with a live representative within just one prompt – without navigating a maze of automated options or unnecessary transfers.
Human experience without the barriers
- Representatives are trained to address the specific needs of shareholders rather than simply route calls.
- Phone, email, and voicemail inquiries are treated as important customer touchpoints.
- The service model preserves the human connection when a shareholder needs clarity, reassurance, or judgement.
- Rather than putting AI between the shareholder and the person who can help them, AI operates as a highly capable assistant behind the scenes:
- Supports representatives with information and intelligent assistance.
- Reduces repetitive work so representatives can spend more time on complex customer needs.
- Improves speed, consistency, and access to relevant information.
Our Service Philosophy
CARE
Treat shareholders, business partners, and internal associates as customers within our realm of influence. Service starts with genuine ownership of the interaction.
CONVENIENCE
Reduce unnecessary steps, simplify access, and design processes around the shareholder rather than around internal complexity.
COMMUNICATE
Use active listening and concise, clear responses so shareholders understand what is happening and what they need to do next.
COST
Use technology and disciplined processes to improve efficiency and manage the cost of shareholder experience without compromising quality.
Important Resources
Highly personalized, shoulder-to-shoulder approach.
We’re deeply engaged in applying our industry expertise to help shareholders of our clients thrive.